eBay

njrtsr · ‎10-31-2018

I'm trying to increase my handling time to avoid misleading my buyers on the "fast and free guaranteed" thing and I've been playing around with the handling time settings. Currently with my 1 day handling, an item says "Free delivery in 3 days". That makes perfect sense if I ship something out to my town tomorrow. But then I change the handling time to 3 days, and the listing updates to say "Free delivery in 4 days" (!)

Using that as an example, if I get paid today (Wednesday) and I use the full 3 business days to ship, not including today since that's "same day shipping", I'm shipping the item out on Monday. That's five days from now! Allowing a day to process in the system, the item will get to the buyer in my town's door on Tuesday. Meanwhile buyer expects it on Sunday, because ebay says "Free delivery in 4 days" without mention of business days or my 3 day handling time! Buyer complains that they were mislead and nobody is happy because of the unrealistic promise ebay made to the buyer.

How does it make sense that the shipping estimate is even more unrealistic if I extend my handling time? I may just have to change to a 4 day handling time and get the nasty warning flag on my listings that says seller is a slowpoke! Or I may just have to go back on my free shipping policy and add a slight shipping fee, if only to bypass the ridiculous guarantee. If only I can opt out of the "Fast and Free" thing while offering free shipping and a short handling time.

For what it's worth I ship most of my items out with stamps, and buyers hardly ever complain. Then again, I'm not "guaranteeing" that my items will arrive in record time, like I will be soon if I don't change something. But if buyers do complain just because it said "guaranteed" I'll have to issue refunds out of my pocket.

nobody*s_perfect · ‎10-31-2018

When you look at your own listing, you see the delivery time to a buyer in your own ZIP Code.

Yes, the "Free delivery in 4 days" is misleading if the buyer doesn't understand that's 4 business days.

njrtsr · ‎10-31-2018

Yes I know. That's why I'm using an example of shipping to a buyer in my town. It still doesn't make sense that a 1 day handling time gives an estimate of 3 days and a 3 day handling time only extends that by 1 day. I don't see how that assumption affects anything in my post, since many of my packages go within my state.

sam9876 · ‎10-31-2018

Why do you use stamps?

njrtsr · ‎10-31-2018

After fidgeting with the shipping settings, I couldn't find any shipping method with a 3 day handling window that didn't offer a guarantee that I couldn't keep. And switching to a 4 day handling time gives the big flag on my listings telling buyers to shop elsewhere.

The only solution I can see is to put a penny shipping on my listings. Doing that takes away the stupid guarantee. I shouldn't be on the hook for a guarantee if something doesn't arrive in 4 days! Stuff gets delayed in the mail pretty regularly but they almost always arrive and I refuse to be forced to refund after 4 days.

njrtsr · ‎10-31-2018

Using stamps saves me hundreds of dollars a month and allows me to price my items competitively. And in my field (old postcards) nobody complains, in fact people LIKE seeing stamps on the packages. Best business decision I've made on ebay, hands down. Thousands of dollars, directly into my pocket, because I skip the tracking on <$20 orders.

Anonymous · ‎10-31-2018

@njrtsr wrote:

I'm trying to increase my handling time to avoid misleading my buyers on the "fast and free guaranteed" thing and I've been playing around with the handling time settings. Currently with my 1 day handling, an item says "Free delivery in 3 days". That makes perfect sense if I ship something out to my town tomorrow. But then I change the handling time to 3 days, and the listing updates to say "Free delivery in 4 days" (!)

Using that as an example, if I get paid today (Wednesday) and I use the full 3 business days to ship, not including today since that's "same day shipping", I'm shipping the item out on Monday. That's five days from now! Allowing a day to process in the system, the item will get to the buyer in my town's door on Tuesday. Meanwhile buyer expects it on Sunday, because ebay says "Free delivery in 4 days" without mention of business days or my 3 day handling time! Buyer complains that they were mislead and nobody is happy because of the unrealistic promise ebay made to the buyer.

How does it make sense that the shipping estimate is even more unrealistic if I extend my handling time? I may just have to change to a 4 day handling time and get the nasty warning flag on my listings that says seller is a slowpoke! Or I may just have to go back on my free shipping policy and add a slight shipping fee, if only to bypass the ridiculous guarantee. If only I can opt out of the "Fast and Free" thing while offering free shipping and a short handling time.

For what it's worth I ship most of my items out with stamps, and buyers hardly ever complain. Then again, I'm not "guaranteeing" that my items will arrive in record time, like I will be soon if I don't change something. But if buyers do complain just because it said "guaranteed" I'll have to issue refunds out of my pocket.

Hi @njrtsr, no need to increase your handling time as our Customer Service teams are happy to simply opt you out of Fast 'N Free. Touch base with them if you would like to be opted out. I do want to point out that this announcement essentially only changes the wording in the Fast 'N Free logo and provides a seller with additional protections than what they would normally have, so would recommend allowing some time before making any changes as this update will likely have a positive impact on your business.

njrtsr · ‎10-31-2018

Thanks! Can you clarify whether that would opt out of the guarantee as well, or just remove the logo from my listings? Would that also apply to future listings I create that would quality for Fast and Free as well?

Anonymous · ‎10-31-2018

@njrtsr wrote:

I'm trying to increase my handling time to avoid misleading my buyers on the "fast and free guaranteed" thing and I've been playing around with the handling time settings. Currently with my 1 day handling, an item says "Free delivery in 3 days". That makes perfect sense if I ship something out to my town tomorrow. But then I change the handling time to 3 days, and the listing updates to say "Free delivery in 4 days" (!)

Using that as an example, if I get paid today (Wednesday) and I use the full 3 business days to ship, not including today since that's "same day shipping", I'm shipping the item out on Monday. That's five days from now! Allowing a day to process in the system, the item will get to the buyer in my town's door on Tuesday. Meanwhile buyer expects it on Sunday, because ebay says "Free delivery in 4 days" without mention of business days or my 3 day handling time! Buyer complains that they were mislead and nobody is happy because of the unrealistic promise ebay made to the buyer.

How does it make sense that the shipping estimate is even more unrealistic if I extend my handling time? I may just have to change to a 4 day handling time and get the nasty warning flag on my listings that says seller is a slowpoke! Or I may just have to go back on my free shipping policy and add a slight shipping fee, if only to bypass the ridiculous guarantee. If only I can opt out of the "Fast and Free" thing while offering free shipping and a short handling time.

For what it's worth I ship most of my items out with stamps, and buyers hardly ever complain. Then again, I'm not "guaranteeing" that my items will arrive in record time, like I will be soon if I don't change something. But if buyers do complain just because it said "guaranteed" I'll have to issue refunds out of my pocket.

Hi @njrtsr, additionally I wanted to clarify that the Fast 'N Free logo is region based so you will likely continue to see it when looking at your own listings when you offer a 1-3 day handling time because your shipping location is the same as your item location. If the buyer is located in an area where they will not reasonably receive the item within 4 business days, they will not be shown the Fast 'N Free logo. This guarantee is not being shown to all of your customers, only the ones that have a shipping address that provides a delivery date within 4 business days.

njrtsr · ‎10-31-2018

Thanks. I understand that; I just don't want to make such delivery promises to any of my buyers, especially when I'm on the hook for refunds. I've had packages lost in the system for buyers within my region and they often refuse offers for refunds because they want the package more than the money.

Anonymous · ‎10-31-2018

@njrtsr wrote:
Thanks. I understand that; I just don't want to make such delivery promises to any of my buyers, especially when I'm on the hook for refunds. I've had packages lost in the system for buyers within my region and they often refuse offers for refunds because they want the package more than the money.

Hi @njrtsr, definitely want to clear up that a seller is responsible for a refund anytime the item is lost in transit or if the item arrives after the estimated delivery date and the buyer wishes to return the item. This notice in your listings would only serve to provide additional protections for you when items are delivered late as eBay would pay for the return shipping cost if the buyer wanted to return the item. We also would offer them alternative resolutions that would not be available if the Fast 'N Free guarantee was not displayed.

njrtsr · ‎10-31-2018

Gotcha. I just don't want to put the word "guaranteed" on my listings, because I don't want to make promises that I can't keep, nor do I want to give buyers unrealistic expectations with the holiday season coming up.

Anonymous · ‎10-31-2018

@njrtsr wrote:
Thanks! Can you clarify whether that would opt out of the guarantee as well, or just remove the logo from my listings? Would that also apply to future listings I create that would quality for Fast and Free as well?

Hi @njrtsr, opting out of the Fast 'N Free logo would remove it from any of your current or future listings. Sellers would still be responsible for resolving a buyer's concern when the item arrives after the estimated delivery date either way, but eBay will provide additional protection options for a seller if the Fast 'N Free logo was present or if the seller offered Guaranteed Delivery.

Anonymous · ‎10-31-2018

@njrtsr wrote:
Gotcha. I just don't want to put the word "guaranteed" on my listings, because I don't want to make promises that I can't keep, nor do I want to give buyers unrealistic expectations with the holiday season coming up.

Totally understandable that you would want to provide the most accurate information to your customers, @njrtsr. I do need to stress that a buyer is always provided with an estimate for delivery based on their location, your location, the shipping service and historical data for shipments and this is an expectation that sellers are responsible for. You can work to meet this expectation by continuing the shipping practices you have already been applying to your business; shipping on time and using the service that the buyer selected at checkout. The Guarantee for Fast 'N Free delivery would only serve to provide additional protections for you and draw attention to your listing, resulting in increased sales.

njrtsr · ‎10-31-2018

Would I still have the current protection where if tracking shows delivered to buyer's address and I ship within my handling time I win a "not delivered" case?